Mozilla VPN is currently experiencing an outage. Our team is actively working to resolve the issue. Please check the status page for real-time updates. Thank you for your patience.

This site will have limited functionality while we undergo maintenance to improve your experience. If an article doesn't solve your issue and you want to ask a question, we have our support community waiting to help you at @FirefoxSupport on Twitter and/r/firefox on Reddit.

Avatar for Username

Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

This thread was archived. Please ask a new question if you need help.

Recovery Key Invalid

  • 1 reply
  • 2 have this problem
  • 1 view
  • Last reply by cor-el

esbrannon
esbrannon
more options

Hello,

I was having trouble logging in because I thought I had disconnected my authentication app, but I eventually found it (so I am able to log in now). Before I figured this out, however, I tried to use my recovery key to log in. I found the text file that had my recovery key '[Email] Firefox Recovery Key.txt' (from 2019) and when I tried to use this, it didn't work. I noticed that the recovery page asks for a recovery 'code' instead of 'key' and when I was able to log in, it said I had never set up a Recovery Key.

Just wanted to flag the issue in case there's a reason why old Recovery Keys no longer work. It certainly could have been my error, but since I had the file, it seemed like it should've worked.

Hello, I was having trouble logging in because I thought I had disconnected my authentication app, but I eventually found it (so I am able to log in now). Before I figured this out, however, I tried to use my recovery key to log in. I found the text file that had my recovery key '[Email] Firefox Recovery Key.txt' (from 2019) and when I tried to use this, it didn't work. I noticed that the recovery page asks for a recovery 'code' instead of 'key' and when I was able to log in, it said I had never set up a Recovery Key. Just wanted to flag the issue in case there's a reason why old Recovery Keys no longer work. It certainly could have been my error, but since I had the file, it seemed like it should've worked.

Chosen solution

It sounds you confused the 32-bit recovery key with the 10-digit 2FA recovery code. The 32-bit recovery key is meant to be used when you forgot the password instead of a password reset as that would wipe all data on the Sync server.

From your question you appear to be using 2FA and to bypass the TOTP code generated by an Authenticator app you need a 10-digit recovery code that you are offered to save when you enable 2FA.

Read this answer in context 👍 0

All Replies (1)

cor-el
cor-el
  • Moderator
  • Top 10 Contributor
more options

Chosen Solution

It sounds you confused the 32-bit recovery key with the 10-digit 2FA recovery code. The 32-bit recovery key is meant to be used when you forgot the password instead of a password reset as that would wipe all data on the Sync server.

From your question you appear to be using 2FA and to bypass the TOTP code generated by an Authenticator app you need a 10-digit recovery code that you are offered to save when you enable 2FA.